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Combine call lines with different BHTs

  • Erlang for Excel

    An Add-In for Microsoft Excel that lets you use Erlang B and C functions in your own Excel spreadsheets.

    The ultimate in call centre modelling flexibility and data sharing.

  • Ansapoint

    Easily estimate the number of agents and trunks required at your call centre.

    Handles 15, 30 or 60 minute analytical intervals and includes reporting and graphing features.

  • Erlang Calculators

    An easy to use and fast Windows product offering Erlang B, Extended Erlang B, Erlang C and Call Minutes calculators.

    Four products in one, plus Erlang for Excel free.

Can Atilgan - 26 Jan 2010

I want to calculate size of a call center. I have 2 kinds of calls with different Erlang Values. (calls per hour and Average Handle Time values are different for them)

If I calculate numbers of agent separately and I add them I will loose productivity. How can I calculate optimum total number of agent and a common SLA value of combined call center.

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Last modified: 09 November 2008

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